Consumer Systems Analyst I
About The Position
Credit Assistance Contact Delivery Optimization engages clients on their credit card, deposit, vehicle and home loans to assist them through difficult times while mitigating losses for the Bank. As part of that organization, Workforce Management is a group focused on accounting for, and maximizing availability of, employee resources in order to deliver upon company expense and loss plans. The workforce function is critical to ensuring contact center employees are in the right places at the right times to serve our customers. The Workforce Management Tactical Analyst will be responsible for the day-to-day accounting, coordination, and problem resolution associated with the administration of division contact center employee scheduling. This includes processing of FLU scheduling requests, processing call out IVR requests, testing of system functionality, auditing data accuracy, and identification/assessment/escalation of concerns, among other responsibilities. The team operates in a fast paced environment so organization and adaptibility are critical. Strong communication skills are also important to ensure requests are scheduled properly - key partners will be WFM Analysts, FLU leaders, and Operational Support Leads. Beyond the day to day, the candidate should possess the desire to critically assess processes and contribute creative ideas to assist with the modernization of our workforce management approach. This includes identifying opportunities to streamline existing processes, development of new processes, evaluation of performance data, and expanding use of current technology based on sound business logic.
Requirements
- At least 6 months of current Credit Assistance experience
- At least 6 months of contact center/support experience
- At least 6 months working knowledge of WFM platforms (IEX or Aspect)
- Demonstrated success with organizational effectiveness and time management skills
- Strong problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes
- Ability to work independently, achieve target deliverable dates, and properly escalate concerns
- Skilled with MS Office (Excel, PowerPoint, Word) and SharePoint
- Proficient at written and oral communication
- Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor holidays
Nice To Haves
- Intellectually curious mindset with ability to critically evaluate processes/performance
- Evidence of leveraging data & analysis to drive business results
- Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)
- Experience with process design/redesign (ex. Six Sigma, Engineering)
Responsibilities
- Supporting operations enablement activities in support of a business unit
- Resource tracking, monitoring, and planning associated with optimizing operational call delivery strategies across inbound and/or outbound channels
- Managing inputs and effectiveness of line of business technologies to reduce idle time and maximize business results
- Leveraging systems and analysis in a repetitive or production-oriented environment to drive business results
- Executes on call delivery strategies for a managed Front Line Unit (FLU) through applicable technology interfaces
- Escalates production risks and opportunities across various key stakeholders
- Educates and supports business through direct interaction with FLU and support partners
- Establishes connections with FLU partners to ensure alignment in expectations and strategy objectives
- Supports and influences implementation of new technologies and strategies through business acumen
- Provides guidance to associates within own unit regarding procedural, technical and/or operational changes
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
